Senior Service Desk Specialist

Description SAIC is seeking a Service Desk Specialist to provide operational support, maintenance, and troubleshooting for mission-critical IT systems on the MAJESTIC Joint Program Office (JPO) Team . In this hands‑on role, the Service Desk Specialist will support a broad range of IT systems and services, ensuring seamless operations and delivering end‑user support in a dynamic, high‑priority environment. The ideal candidate will bring expertise in Windows Server , Red Hat Enterprise Linux (RHEL) , virtualized environments, and user‑facing support, alongside a proactive and resourceful attitude to help resolve technical challenges for local and geographically dispersed stakeholders. This position requires on‑site support at Springfield, VA. Key Responsibilities Respond to and resolve end-user support requests and incidents, providing hardware and software solutions to ensure operational continuity Identify technical issue type and elevate/route to appropriate internal team as appropriate Support the configuration and operation of virtualized environments, such as VMware or Nutanix Hyper‑Converged Infrastructure (HCI) systems Perform daily infrastructure monitoring, identifying issues and proactively route change requests to resolve system alerts to maintain stability and performance Develop and maintain system documentation such as standard operating procedures (SOPs), troubleshooting guides, and frequently asked questions (FAQs) Collaborate with cross‑functional support teams to address technical challenges and integrate new hardware/software into the enterprise IT environment Diagnose and resolve hardware, software, and networking issues in a timely manner to minimize system downtime Qualifications Required Qualifications Education AssociatesDegree Certifications (CWF Requirements) Candidates must satisfy Cybersecurity Workforce Framework (CWF) ID 451 (System Administrator – Intermediate Level) requirements, as outlined by Navy COOL. CompTIA Cloud+ CompTIA Security+ GIAC Global Industrial Cyber Security Professional (GICSP) GIAC Security Essentials Certification (GSEC) Systems Security Certified Practitioner (SSCP) OR this requirement can be met through: A Bachelor’s Degree in Cybersecurity, Computer Science, IT, or a related field Experience 1-3years of professional experience managing and supporting enterprise-level IT environments Technical Skills Knowledge of Red Hat Enterprise Linux (RHEL) operating systems for basic system configuration, updates, and troubleshooting Experience working with virtualized environments, such as VMware, Nutanix, or Hyper‑V, including basic virtual machine setup and administration Familiarity with IT hardware maintenance, repair, and installation, supporting workstations, laptops, printers, and related peripherals General understanding of networking concepts, including TCP/IP, VLANs, DHCP, and connectivity troubleshooting Basic knowledge of IT automation and scripting tools (e.g., PowerShell, Bash) to assist in automating repeatable processes Awareness of security standards such as NIST 800‑53, DoD RMF, and system hardening methodologies Clearance Requirement Active TS/SCI clearance with the ability to obtain and maintain TS/SCI with Poly Work Environment and Notes On‑Site Work: All work must be conducted on‑site in Springfield, VA Travel: up to 25% to CONUS/OCONUS locations Program Scope: Supports on‑premises enterprise IT environments, including virtualized Windows servers, MS SQL Server databases, and networking layers Subcontractor Role: Responsibilities and compensation vary based on the subcontract agreement, with a competitive salary aligned to market rates and role‑specific requirements #J-18808-Ljbffr